Contact Center Representative

Contact Center Representative

Are you looking for an exciting new opportunity? Here at UMCU we are passionate about our team members' growth, success and contribution to our amazing company culture. Consider joining the University of Michigan Credit Union (UMCU) a pillar of the local community for 70 years.

The Contact Center Representative is responsible for building member relationships by providing exceptional service, exceeding expectations and anticipating needs. Interacts with members and provides information related to all UMCU products and services through a variety of remote delivery channels i.e. video conferencing, online banking, chat, email, etc. Proactively resolves concerns and listens to member concerns in a helpful and patient manner. Effectively evaluates any risk to the member or UMCU when providing services. Provides technical support to members utilizing remote service delivery channels.

What's in it for you?

• UMCU was recently named one of Michigan's top workplaces by the Detroit Free Presses Top Workplace Awards Program as well as the Best and Brightest Top Workplace
• Generous medical, dental, vision, 401k, tuition reimbursement and student loan debt repayment, parental leave and plenty of additional amazing benefits!
• Paid time off including personal time, sick, vacation and even give back time to volunteer in the community!
• Be part of a fast growing organization that gives back to the community it serves.

What you'll be doing in this role:

• Places a high priority on serving the member and provides efficient and enthusiastic service during each member interaction
• Evaluates member's needs and articulates the features and benefits of products and services and provide the member with available options
• Assists members with information and transactions regarding their account and performs all member service requests, such as transactions, card requests, ACH and Visa disputes and troubleshooting issues with products and services
• Uses technology to provide technical support and troubleshoot situations involving electronic services such as online banking, mobile app and third party related solutions
• Understands how to use remote access and is able to access a members' computer and provide assistance or diagnose a problem
• Provides guidance, support and assistance to team members that need assistance dealing with unique member service situations
• Strong probing, communication, analytical, problem-solving, and decision making skills to effectively uncover and resolve complex member issues
• Demonstrates an understanding of teamwork in actions and support activities
• Documents member communications in the system
• Communicates with other departments to enhance member service
• Demonstrates an understanding of balancing risk in providing member service
• Helps to resolve and prevent fraudulent activity and account take over
• Demonstrates responsibility for security of member information
• Contributes to improvement of credit union processes and procedures
• Assists with training of team members
• Assists other branch locations and departments as needed
• Maintains knowledge of laws and regulations affecting financial institutions policies and procedures
• Volunteers in various activities sponsored by UMCU within the University of Michigan and Ann Arbor communities
• Maintains knowledge of and follows all credit union policies and procedures regarding BSA, OFAC, U.S. Patriot Act, Anti-Money Laundering, S.A.F.E Act, CFPB regulations and Customer Identification Program
• Other duties as assigned

What you'll need in this role:

• Associate's degree or equivalent; or 2 or more years of experience in customer service, or equivalent, is preferred
• Strong verbal and written communication skills
• Proficient in Microsoft Office – Word, Excel, PowerPoint and Outlook
• Strong technical skills
• Must be a team player and possess a high energy "can do" attitude

PHYSICAL DEMANDS/WORK ENVIRONMENT

• The environment is typical of an office atmosphere. The noise level in the environment is usually moderate
• It is the team member's responsibility to ensure they have a suitable, designated work area available if working remotely
• While performing the duties of this job, the team member is frequently required to sit; use hands to finger, handle, or feel; and talk or hear. The team member is required to stand, walk, and reach with hands and arms. The team member must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision